Overall Satisfaction with SysAid
I used SysAid as a service desk analyst. The SysAid ticketing system was used by all departments to manage IT requests for the whole organization.
- As analyst were able to mitigate what IT departments handled certain requests, once these requests were assigned, SysAid was able to update progress as details were added. Emails were sent automatically to the requester who needed support. This left a good impression as it allowed the IT department to show end users how requests were being solved.
- The installation of SysAid on company laptops that allowed end users to submit request is very straight forward and the ease of access is perfect.
- Organizing requests on level of importance is another great feature.
- I don't see much in the area of improvement as the product is one of the best I've used. The user interface is simple and straight forward.
- Increased employee efficiency as end users can quickly request and find someone to fix IT issues.
- Better customer service in ways that the email update features allows end users to track the handling of requests by support technicians.
- Time management feature inside of tickets allows management to track when request are being worked and from what time frame the request are being handled.
Microsoft System Center Configuration Manager.. SysAid is a lot more feature rich. I would say the access to SysAid via the web vs Microsoft System Center Configuration Manager via a local server helped a lot better. Microsoft System Center Configuration Manager was often slow and unresponsive. Microsoft System Center Configuration Manager did not allow the tracking of tickets and detailed updates.
I would have to say SysAid is more suited for supporting 100+ end users. Secondly I would ask how big the company plans to expand on the amount of end users, as the product has a list of features and capabilities such as device management.